Customer Service Specialist

About Tenon Medical

Tenon Medical is a Medical Device company dedicated to delivering innovative surgical solutions for patients suffering from sacroiliac joint (SIJ) disorders that fail conservative care. Our flagship technology, the Catamaran SI Joint Fusion System, offers a minimally invasive surgical solution that places a single, titanium implant directly into the SI joint, transfixing it along its longitudinal axis.

In addition to this, we have also received FDA 510(k) clearance for our SImmetry+ SI Joint Fusion System and continue to expand our portfolio with a strong pipeline of next-generation products in development. Come join our experienced leadership team and help advance our mission to improve the lives of patients with chronic SI joint pain.

Position Description

We are seeking a Customer Service Specialist to assist with the daily operations of our Customer Service department. The Customer Service Specialist will support activities including order fulfillment, light report generation, customer intake, RMA provision, and interaction with field sales and customers.

We’re looking for someone who communicates clearly (written and verbal), loves tackling challenges, and brings a positive, can‑do attitude to every interaction. In this fast‑growing, fast‑moving environment, you’ll thrive if you’re adaptable, curious, and excited to jump in wherever you’re needed.

Essential Duties and Responsibilities

• Ensure efficient delivery of orders by maintaining accurate and timely documentation and data entry
• Use our ERP system (Expandable) to generate sales orders, facilitate billing, and adjust tray inventory.
• Use Expandable ERP to track and fulfill returned materials orders in accordance with RMA procedures
• Support Shipping department with shipment of NFHU (non-functioning, hold for use) trays and equipment by providing appropriate paperwork and timely tracking updates
• Maintain physical and digital case calendars to Complete timely updates to case calendars, both physical and digital.
• Manage incoming/outgoing communication (emails, phone calls, etc.), ensuring timely, comprehensive responses
• Respond promptly to customer, distributor, and sales team inquiries using customer service best practices
• Resolve product complaints and issues by adhering to internal processes and escalating when needed
• Maintain accurate, inspection-ready customer and office records
• Support preparation and maintenance of sales reports and spreadsheets
• Assume other duties as assigned.

Qualifications

• 5+ years of experience in customer service in Medical Device, Diagnostic, or Biotechnology industries
• Proven track record of generating high quality, accurate sales order, billing, and other documentation

Key Competencies/Behaviors

• Customer Service experience in the Medical Device industry
• Time management and organizational skills
• Excellent communication skills with a high attention to detail
• Results oriented with appropriate urgency and tenacious follow-up.
• Proficiency level with Microsoft Office, Docusign and Adobe Acrobat
• Experience with CRM and ERP Systems
• Ability to multi-task, prioritize competing project needs, and meet project deadlines
• Team-oriented